Director of Customer Success

Are you a strategic leader who is passionate about delivering exceptional customer experiences and building high-performing teams? Red Dot is looking for a Director of Customer Success who thrives in a fast-paced environment and is driven to create best-in-class processes, develop people, and ensure customer satisfaction from project kickoff through completion.

The Director of Customer Success will be responsible for leading and developing the Customer Success department, ensuring a seamless and consistent customer journey post-sale. This role requires a strong leader who can drive accountability, remove operational obstacles, and align cross-functional teams to deliver projects on time while exceeding customer expectations.

Key Responsibilities:

•  Lead, coach, and develop Customer Success Managers and support staff
•  Establish clear performance expectations, KPIs, and accountability standards
•  Build and refine scalable processes to ensure consistency across all projects
•  Foster a culture of ownership, urgency, and proactive communication
•  Conduct performance reviews and support ongoing professional development
•  Forecast workload and staffing needs to ensure proper team capacity
•  Own the end-to-end customer experience from post-sale through project completion
•  Ensure consistent, proactive communication with customers throughout the project lifecycle
•  Oversee escalated customer issues and lead resolution strategies
•  Monitor customer satisfaction and implement continuous improvement initiatives
•  Collaborate with Sales, Engineering, Logistics, Production, and Installation teams to align timelines and expectations
•  Identify operational bottlenecks and implement process improvements across departments
•  Facilitate cross-functional communication to reduce inefficiencies and rework
•  Develop and maintain project tracking tools, dashboards, and reporting systems
•  Ensure project milestones, deliverables, and documentation are accurate and on schedule
•  Identify risks early and coordinate mitigation strategies with leadership
•  Implement best practices for change management and scope control
•  Analyze trends in delays, issues, and customer feedback to drive improvements
•  Monitor departmental performance metrics including customer satisfaction, cycle times, and project outcomes
•  Partner with Accounting to support documentation and communication tied to cash flow and collections
•  Drive operational efficiencies to improve overall performance and margins

Benefits:

•  Highly competitive salary and benefits package, based on experience
•  Potential for bonus or incentive opportunities
•  Generous paid time off
•  Leadership growth and development opportunities
•  Ability to make a significant impact within a growing organization

Skills and Qualifications:

• Proven leadership experience in Customer Success, Project Management, or related field
• Strong background in manufacturing, construction, or similar industry preferred
•  Demonstrated ability to lead teams, develop talent, and drive accountability
•  Strategic thinker with strong operational and process improvement skills
•  Excellent communication, problem-solving, and decision-making abilities
•  Experience working cross-functionally with multiple departments
• Proficiency with Microsoft Office and project management systems (ERP, Basecamp, Teams, etc.)